Tell us how we’ve done
We try our best to deliver a great customer experience, and we love to hear how well we’ve done. However, we understand that sometimes things go wrong, and we want to hear about that too so we can make things right. Please find the complaints form at the bottom of the page if you wish to register a complaint with us.
Our commitment to you
Our customers really matter to us and we are committed to providing a great customer experience. We try to explain things in a straightforward way and take time to listen to you and act on what you tell us. If any issues do arise, our aim is to resolve them as quickly as possible and make sure you are satisfied with the outcome.
The Customer Resolution Team
All complaints will be dealt with fairly and impartially, and all information that you provide will be treated confidentially. Once we have received your complaint, we will do everything we can to resolve it quickly.
If we can resolve your complaint within 5 business days following the day we receive it, we will confirm the outcome in a letter to you and explain how you can refer to the Financial Ombudsman Service (FOS) if you are dissatisfied with the outcome of your complaint.
For the more complex issues we may need more time to investigate, and if this is the case, we will acknowledge your complaint within 5 business days of receipt of your complaint outlining the next steps and when you can expect to hear from us. We will provide you with a reference number for your complaint in case you need to contact us. We will contact you to discuss your complaint should we need further information from you.
Our aim is to resolve your complaint within 8 weeks from when we first received it, and once resolved we will send you a Final Response Letter. If we are unable to resolve your complaint within 8 weeks, our letter at this time will explain why and give you a timescale of when we think we will be able to send you a final response. This letter will also include your Financial Ombudsman Service rights.
To ensure we can contact you if we need too, please make sure we have a valid email address and contact telephone number. You can send us this information via the complaint form found at the bottom of the page.
Motor Commission Complaints
If you used motor finance to buy a car, van or motorcycle we may have paid a commission to the car dealer or the person that arranged your finance. The Financial Conduct Authority has paused the handling of motor finance commission complaints and has give lenders until 4 December 2025 before they need to start responding to those complaints.
The Financial Conduct Authority has stated it will consult on extending this deadline to align with the start of its anticipated compensation scheme.
You can find more information on the Financial Conduct Authority website.
If you have already made a complaint about motor commission you do not need to do anything further, we will respond after the Financial Conduct Authority pause ends.
If you have not made a complaint about potential motor finance commission and now want to, please complete the webform below with as many details as possible.
Supreme Court Ruling on 1 August 2025 & Financial Conduct Authority Consultation
On 1 August 2025, the Supreme Court issued its decision about motor commission payments. Following that decision the Financial Conduct Authority announced that it will start a consultation in October 2025 to develop a redress scheme to compensate impacted customers. The Financial Conduct Authority has stated that it expects payments to commence under the scheme in 2026.
Financial Conduct Authority Motor Commission Complaints Handling Pause
On 11 January 2024, the Financial Conduct Authority announced its plan to review historical motor finance Discretionary Commission Arrangements across the whole motor finance industry. The Financial Conduct Authority therefore paused the need to respond to complaints about Discretionary Commission Arrangements.
On 19 December 2024, the Financial Conduct Authority extended the pause to include motor finance complaints where a non-Discretionary Commission Arrangement was involved.
Temporary Changes to Motor Commission Complaint Time Limits
Because the Financial Conduct Authority has paused the handling of motor finance commission complaints until 4 December 2025, the time limits have been amended as follows:
We will have until 30 January 2026 (that is 8 weeks from 5 December 2025) to respond to your motor finance commission complaint and only after that date will you be able to ask the Financial Ombudsman Service to look at your complaint.
You will have more time to refer motor finance complaints to FOS when a final response is provided. Instead of the usual 6 months, you will have until the later of 29 July 2026 or 15 months after the date of the final response letter. The date that applies to you will be confirmed in the final response letter. More information on the pause and the timelines is provided on the Financial Conduct Authority website.